Contributor I

Answered

Arc TV sound cuts in and out.

758 replies
97396 views

Just got the Arc and have it paired with 2 Play:1’s and a gen 3 sub.
Samsung Q80R tv.

The sound from the tv will play for around 5 seconds and then cut out for around 1 second, play for 5, out for 1, on and on.

I’ve swapped out the hdmi cable twice, tried unplugging the tv, switched between PCM and DD+ and switched between different apps on the tv.

The sonos app shows that I am getting an atmos signal

Was running a beam with the Play:1’s (but no sub) before just fine.

Not sure what I should try next.

Thank you,

mike

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Corry PAnswer

Sonos Staff

Thank you all for all your efforts and testing. A system update has now been released which also include a fix to this issue (it disables the Sonos “screensaver” on an Arc if connected to a Samsung TV). Please update your Sonos systems. If you’re still experiencing problems after updating, please let us know.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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Krishma M

Retired Sonos Staff

Hi folks. Here's an update for all users using Samsung 2020 QLED (LS03T) Range in the US.
Samsung released a firmware update version 1402.1 that may assist in mitigating the issue.
Currently, the update appears to only be available for US models and via a manual USB update.
Reach out to Samsung for further assistance and hope this helps.
We and the community are always here to help.

Help others find useful content by clicking the like button and selecting the best answer to your question.

D

dk3

Lyricist III

Hi @Krishma M , I have this TV QN85Q70TAFXZA, is this the (LS03T) Range?

Will it be available via wireless, does not make much sense it is only available via a manual USB update.

What is the fix in the firmware update?

S

Sawrub

Trending Lyricist I

Hi

I see all these threads about audio dropping but most seem to be short sound drops, in my case I have complete audio dropping and not coming back.

Anyone with the same issue, perhaps report it in here.

I have the LG CX and I lose sound all together when changing between sources, this can be simply exiting the Netflix app back to live TV or turning on my xbox and not having an audio outputting, all very random when it occurs.

Various things can bring back the audio, simple on/off off tv, or switching back and forth between sources.

So if anyone else has the same issue, I would love to hear, because I worry that I’m alone with this and it may be a hardware issue.

I’m getting a bit fed up with this issue, had the ARC nearly 3 months and just want to be sure its something that others experience, I don't mind waiting for a fix if that’s the case.

Why not just sell and go with different if you do hate the sound bar. At least you have one.

L

ledzep1

Headliner II

Hi

I see all these threads about audio dropping but most seem to be short sound drops, in my case I have complete audio dropping and not coming back.

Anyone with the same issue, perhaps report it in here.

I have the LG CX and I lose sound all together when changing between sources, this can be simply exiting the Netflix app back to live TV or turning on my xbox and not having an audio outputting, all very random when it occurs.

Various things can bring back the audio, simple on/off off tv, or switching back and forth between sources.

So if anyone else has the same issue, I would love to hear, because I worry that I’m alone with this and it may be a hardware issue.

I’m getting a bit fed up with this issue, had the ARC nearly 3 months and just want to be sure its something that others experience, I don't mind waiting for a fix if that’s the case.

Why not just sell and go with different if you do hate the sound bar. At least you have one.

Where did I say I hate the soundbar?

What a strange comment to make. I simply said I am fed up with the issue I have and willing to wait and hope a fix comes and that if anyone else has the exact issue so that I know its not just me.

Thank you for the great response, lol.

D

Dipenladva

Lyricist III

Hello everyone, @Kyle A

I have had the sonos arc since release and literally today after 4 months I am encountering the issue for the first time where my sonos arc which is connected to my LG CX via the eARC hdmi port is intermittently cutting out for a few seconds and back on again. The message on the TV is 'HMDI 2 is now available again'. I am having this issue using the YouTube app and also Netflix, not tried other sources yet.

Is the advice not to use earc and instead optical until this is resolved by a firmware update? Unplugging the hdmi cable and plugging back in doesn't resolve the issue. No other devices except a firestick are connected to the TV.

Appreciate any help and advice

A

At my wits me end

Lyricist II

Same issues, tV is an insignia with HDMI arc. Spent hours on the phone with SoNo’s. they say it is my tv after lots of tests. Sound cuts out every 4 or 5 seconds when using it for the tv and using RAW. Instead I have to use PCM which does not allow for 5.1 or better. This thread shows this is a Sonos issue when designed. Not sure what to do next as I love the sound when playing music, and does not seem to be any more help from Sonos getting the tv sound fixed.

what else can we do?

D

Dipenladva

Lyricist III

I was on the phone to the sonos engineer and it seemed somehow my LG CX disabled the eARC capability in the sound input menu so once I enabled it and it seems to have worked. Have had no issue all day or night... Here's to keeping my fingers crossed

Although has anyone else noticed how other hdmi cables dont work when connecting the arc to earc on your TV? My cables are probably 3-5yrs old but still expected them to work...

R

rksonos

Trending Lyricist I

Hi

I am using Sony 950G and issue reproduced

Tried below and now drop off issue reduced and rarely happening now.

Connect Sonos S2 app to 2.4 GHz channel 6.
Change 2.4 GHz WIFI router settings from Auto to channel 11.
connect your TV Network also to 2.4 GHz. I faced lot off drop offs when connected to 5G. I suspect may be my 5G WIFI signals were not healthy in where my TV placed. After connect my TV to same network as ARC (2.4GHz) it is reduced lot.
Disable TV Audio output- Audio system prioritization
Use HDMI cable as much smaller and make sure NO bend. I am using Monoprice HDMI 2 cable 2 ft

After all these changes, audio drops reduced and so far 2 times happened in a week . Earlier it used to be every hour or 20, 30 minutes randomly.

Agin this is just a week test report ( approximately 3 Hr continues runtime per day) and will update if any changes

R

rsimonel

Lyricist I

I’m a new Sonos Arc owner and this is my first Sonos product. I set it up last night and it worked great! I was really impressed with the sound and quality! As I was watching my cable TV today, it started to cut out a lot while watching TV. I tired other channels to make sure it wasn't the cable TV channel, but it continued to do the same issue. I found this page while trying to find out if others were having the same issue. I did the reboot as stated above and it fixed the issue. I just hope it doesn't continue, especially with the price of this product! Plus, I ordered the Sonos Sub Gen 3 today and I’m hesitant now after the issue I ran into today with the Arc.

R

rksonos

Trending Lyricist I

Hi there

restart may help a while

Next time if you face the issue , no need to restart any. Just change any audio settings on the fly that will pickup audio again

Like change audio output to tv speakers and then change back to audio device

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